Increased accessibility to users with the JAWS (Job Access with
Speech) screen reader support

May 21, 2018 08:00 AM Eastern Daylight Time

PHOENIX--(BUSINESS WIRE)--Aspect Software, a leading provider of fully integrated consumer
engagement, workforce optimization, and self-service solutions, today
announced the release of Aspect CXP 18 at ICMI Contact Center Expo. The
latest iteration of CXP includes enhanced features for chatbot
developers that make it easier for companies to meet the consumer demand
for sophisticated digital self-service. Aspect CXP 18 is designed to
create dynamic self-service applications that enable frictionless
customer-company interactions across any and all interactive voice
response (IVR) and digital self-service channels.

Automated assistants are now a routine part of nearly half of consumers’
lives according to the 2017
Aspect Consumer Experience Index. Over half of Millennials would
rather interact with an intelligent assistant for customer service than
speak to someone on the phone.

“As the availability of chatbots and consumer comfort with them has
grown, our customers are finding new and unique ways to integrate a
chatbot into their customer support operations,” said Dr. Andreas
Volmer, Director of Product Management, Aspect Software. “We’ve designed
CXP 18 with the developer in mind. We want it to be easy for our
customers to design, implement and deploy both basic and quite complex
digital assistants. We are confident that these new digital “customer
service team members” will help companies provide better customer and
agent experiences and while lowering the overall cost of operating a
contact center.”

“As more consumers opt for a digital-first, self-service customer
experience, providing a multimodal approach is paramount for companies
striving to provide successful customer journeys,” said Cobus Greyling,
Technical Product Manager, Occular Technologies. “Aspect CXP empowers
developers to deploy a single solution to speech, web & text interfaces
as well as virtual assistants & chatbots. And when you factor in Aspect
Natural Language Understanding (NLU) is already baked into the solution,
CXP becomes a very powerful tool today and into the future.”

Business UI increases accessibility to CXP 18 by supporting the JAWS
screen reader

Key CXP enhancements to Via 18 include:

Secure IVR for secure payment processing. When an agent needs to take
secure information, the call goes to the IVR to process the sensitive
data and the call recording is stopped. Once the information is
secured the call can be passed back to the agent

Built-in support for orchestrating and analyzing utterance recordings
as a tool for speech recognition tuning needed to analyze speech
recognition results. Utterance recordings analysis helps developers
catch false positive recognition, false negatives, and to fine-tune
the content of voice grammars as well as VXML tuning properties

Context Cookie API is used to track small data bits to orchestrate a
smooth customer journeyacross all channels